What are the responsibilities and job description for the Mid-Level Customer Success Manager position at ManTech?
ManTech seeks a motivated, career and customer-oriented Mid-Level Customer Success Manager to join our team in the DC, Maryland, and Virginia (Northern) DMV area.
The NOSC Customer Success Manager ensures the successful deliver of IT and cybersecurity services to internal and external stakeholders. They work closely with customers / subscribers to understand their needs, resolve issues, and optimize service performance, while driving continuous improvement to enhance customer satisfaction and operational efficiency.
Responsibilities include, but are not limited to:
- Collaborate with other DHS Components and stakeholders to share recommended mitigations and address potential impact. ; Provide recommendations, detection tools, and access to custom dashboards; Deliver timely and transparent communication to stakeholders, ensuring a best-in-class service entity
- Include subscribers' submitted reports and artifacts in periodic reporting to all stakeholders.
- Follow up with customers at defined and regular intervals to ensure clarity of communication, identify and coordinate resolution of roadblocks, and facilitate tracking and remediation.
- Design, develop, and continuously improve all levels of customer outreach in collaboration with DHS OCIO.
- Communicate upcoming major maintenance activities to ensure stakeholders are aware of changes and their impact across the network.
- Collaborate with customers and NOSC NCCS team members to capture customer requirements and facilitate successful implementation for successful mission accomplishment
- Lead and mentor other Customer Success Managers and other team members
Minimum Qualifications:
- A minimum of (8) eight years of experience in customer service management, preferably in a network security operations environment and a Bachelor’s Degree in a relevant field of study ((additional years of experience will be considered in lieu of a degree)
- Excellent written and verbal communication skills, with the ability to present complex information clearly and concisely.
- Strong communication and interpersonal skills, with the ability to effectively engage with stakeholders at all levels.
- Excellent problem-solving and decision-making abilities.
- Knowledge of network and security operations and industry best practices.
- Ability to work collaboratively in a fast-paced and dynamic team environment.
Preferred Qualifications:
- A master's degree
- Experience working in a government or defense environment.
- Familiarity with DHS policies and procedures.
- Knowledge of broader cybersecurity frameworks (e.g., NIST, ISO 27001).
Clearance Requirements:
- Must have a current/active Secret clearance with the ability to obtain and maintain a TS/SCI.
- The ability to obtain and maintain a DHS EOD suitability is required prior to starting this position.
Physical Requirements:
- Must be able to work in an office environment and maneuver in data center and other IT equipment installation locations.
- Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine and computer printer
- Ability to lift and carry 75 lbs for distances up to 50 feet
